ITIL support engineers

Were seeking an experienced ITIL 4 Support Engineer to join our technical operations team. Youll be responsible for end-to-end support across enterprise IT environments, focusing on incident, problem, change, and configuration management all aligned with ITIL 4 best practices. The role spans both cloud (AWS/Open Shift) and on-premise infrastructure and requires strong operational discipline and proactive monitoring capabilities.

Key Responsibilities

• Deliver 1st-line and preventative technical support across IT systems
• Perform incident resolution, root cause analysis, and escalation
• Apply change and configuration management with accurate documentation
• Monitor system health and performance; conduct regular checks and patching
• Support deployments in pre-production and production environments
• Communicate incident status and updates to stakeholders and service desk
• Collaborate with vendors and internal teams during escalations and handovers
• Ensure compliance, access control, and audit documentation
• Must-Have Skills & Experience
• ITIL 4 Foundation Certification (mandatory)
• Proven experience with:
• Incident & problem management
• Configuration and capacity management
• Hands-on experience with AWS, Open Shift, and hybrid IT environments
• Proficiency in monitoring systems, SharePoint, and service desk platforms
• Familiar with system health checks, patching, and log analysis
• Strong documentation and stakeholder communication skills

Preferred Tools

• ASICS (System Check Database)
• Service Now / Remedy / Jira / similar ITSM platforms
• SharePoint for configuration tracking

Nice to Have

• Exposure to Business Continuity Planning (BCP) & Disaster Recovery (DRP)
• Experience coordinating with 4th-line vendors
• Understanding of CI/CD in a service delivery context